Delivery & Returns Information

Introduction

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

The Consumer Rights Act 2015 says Products must be as described, fit for purpose and of satisfactory quality. During the expected life of your Product your legal rights entitle you to the following:

– up to 30 days: if your Product is faulty, then you can get a refund.

– up to six months: if your faulty Product can't be repaired or replaced, then you're entitled to a full refund, in most cases.

If you wish to exercise your legal rights to reject Products you must either post them back to us or, if they are not suitable for posting you will pay the costs of postage or collection. Please contact customer services on sales@thebestwallpaperplace.com to arrange a return subject to our returns policy below.

Product Prices & Delivery Charges

  1. The prices of the Products will be as quoted on our Website from time to time. We take reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However, it is always possible that, despite our efforts, some of the Products on our Website may be incorrectly priced.
  2. If we discover a mistake or error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Products at the correct price or cancelling your order. We do not have to provide the Products to you at a lower price where we have made an obvious pricing error. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat your order as cancelled.
  3. The prices of the Products are in pounds sterling and include VAT (where applicable) at the applicable current rate chargeable in the UK.
  4. The prices of the Products do not include delivery charges. You will be advised of the delivery costs during the order process at checkout. Where you are provided with delivery options it is up to you to select the relevant delivery applicable to your order. 
  5. Our prices do not include any relevant taxes if you live outside of the UK or the European Union. You may be required to pay import taxes in your country. We do not provide an estimate of these taxes.
  6. Except for glitter wallpaper we do not hold stock for any of the designer wallpaper brands.  Once your order is placed stock will be checked and confirmed with the relevant supplier.  If any part of your order is temporarily out of stock and dispatch is anticipated to be delayed at all, we will contact you by e-mail to notify you of the new anticipated delivery date.

Delivery Information

  1. Delivery lead times are stated throughout our site on each individual product page, and are in working days from ordering (excluding weekend and bank holidays). The lead times for the products you add to basket will also show in the checkout page. Many of our items are offered with Next Working Day Delivery (and UK orders over £100 qualify for free standard delivery).  Where otherwise stated the delivery can take a few days longer - see item description for specifics. Please note these are a guide only and always subject to manufacturer stock and delivery schedules.
  2. Where a Next Day delivery option is selected this is based on the next working day based on the shipping schedule of the brand of wallpaper chosen.
  3. Where products are dispatched from multiple locations you may receive separate deliveries as these might be dispatched on different days, however you will not incur further charges.
  4. Your order will be delivered to you by us or our delivery partner, and, unless there is an event outside of our control, we will take reasonable steps to meet the delivery date set out on your Order Confirmation or as otherwise agreed.
  5. Once your item(s) have left our warehouse The Best Wallpaper Place are not responsible for any delays or issues incurred in transit. Customers are provided with a courier tracking number to monitor their delivery status and can contact the courier via their listed contact methods to discuss their shipment if you so wish to do so.
  6. We are not liable for any delays caused by customs procedures or third party delivery schedules.  No refunds for shipping and delivery costs will be offered where a delivery delay has occurred for events outside of our control.
  7. Delivery will be completed when the Products are delivered to the address stated in the Order Confirmation (so please make sure that the delivery details you provide are accurate as we cannot be responsible for any delayed or failed deliveries as a result of your error).
  8. You are responsible for making suitable arrangements to receive your delivery. Please make sure you or someone instructed by you is able to take delivery of the Products.
  9. Please note that, if no special instructions are given and no one is able to take delivery of the Products, our delivery partner will leave you a note informing you of how to rearrange delivery or collect the Products from a local delivery depot.
  10. The risk in Products supplied by us shall pass to you at the point of collection or delivery and we shall have no responsibility in respect of the safety of such Products after collection or delivery, as the case may be.
  11. The ownership of Products supplied by us will only be transferred to you once all sums due to us have been paid in full and, until paid, we retain the right to repossess the Products.
  12. If You live outside the UK You agree that You are liable for any additional handling fees and custom duties and or other taxes that may become due as your order passes through customs.
  13. Certain wallpaper brands (including but not limited to Arte, Brian Yates, Galerie, Today Interiors, Zoffany, Cole & Son and Romo) offer next day delivery on products.  This is subject to orders being placed by the stated cut off time on the product and the order being received in time via our website and suppliers having suitable stock of the product.  In some cases a valid business address for delivery must be provided, where delivering to a residential address someone must be present to sign for the delivery.
  14. For international orders these must be signed for at the address to which it is shipped. We offer competitive world wide delivery rates. For pricing, please add the desired products to your basket and choose your delivery country at the checkout. Our system will then calculate the weight of your order and show the delivery cost.

Returning Goods, Faulty Products, Bespoke Orders

  1. We want you to be completely satisfied with the Products you have ordered from us. If you have a complaint with the Products you have ordered, please write to us at sales@thebestwallpaperplace.com or The Best Wallpaper Place, Unit 17, Britannia Way, Lichfield, Staffordshire, WS14 9UY
  2. For products If you wish to return or have a faulty Product, please write to us at sales@thebestwallpaperplace.com
  3. All issues relating to returns and replacements must follow our Returns & Faults Procedure and be sent via email to sales@thebestwallpaperplace.com
  4. All faults must be reported within 3 days of receipt of good, in the event of a fault please send photos via email.
  5. Please state your order number, date of receipt and reason for the return / fault with the Product. We require photographs illustrating the fault in the Product(s).
  6. The address for returning products is The Best Wallpaper Place, Unit 17 Britannia Way, Britannia Enterprise Park, LICHFIELD, Staffordshire, WS14 9UY.
  7. All wallpaper should be checked for faults before hanging the product and following the manufacturers' instructions, refunds will not apply once the wallcovering has been cut or applied to the wall or where hanging instructions have not been followed.
  8. Where a fault in the product could not be reasonably recognised before hanging, no claim will be allowed for wallpaper that has been applied to the wall.   If the product is faulty a replacement or refund will be made without charge immediately if all of the above procedures are followed.
  9. Where goods are returned due to cancellation the cost of return will be borne by the customer and all goods must be returned in a saleable condition in their original packaging. 
  10. Returns are subject to a 25% restocking charge excluding our shipping charges.  Please note that less than 5 rolls / 5 metres of wallpaper cannot be returned for refunds or exchanges. 
  11. Glitter wallpaper is a bespoke product and cannot be returned under.  G
  12. Sample orders once placed are none-refundable.  Please note sample orders may take up to 10 working days to reach you due to manufacturer / supplier stocks and postal service.
  13. Where goods are returned due to an agreed fault the cost of return will be borne by us, all goods must be returned in a saleable condition in their original packaging. 
  14. Special orders (e.g. products sold by the metre) such as (but not limited to Brian Yates, Armani and our glitter wallpaper) may not be returned as these are cut to order.
  15. Upon receipt of the goods back to us in perfect condition we shall give you a full refund of the amount paid or product exchange as required but will not reimburse any decorating/labour costs incurred.
  16. The right to return goods will not apply in the event that the product has been used, or the goods are no longer in a saleable condition. This does not affect your statutory rights.
  17. We hold no responsibility for decorating costs that occur where a faulty product has been applied to the wall. If a fault is discovered after the application of any product, we are not liable and will not reimburse any decorating costs.  Please note that less than three rolls of wallpaper may not be returned.
  18. Please check with our customer service team before sending back any products to confirm.

Missing, Incomplete or Damaged Orders

  1. If your order hasn’t arrived, or arrives incomplete, you must report it to us within 48 hours. Please email sales@thebestwallpaperplace.com with your order number.
  2. If you have more than one item on your order, please bear in mind that products may be sent out separately if stock levels are insufficient, meaning your order arrives in more than one package.
  3. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please contact us on sales@thebestwallpaperplace.com with your order number.
  4. If your order arrives and the goods are damaged, please follow the details outlined above and email sales@thebestwallpaperplace.com if you require assistance.
Top